QScend's QAlert CRM Features

Administration Features

• Automatic GEO coding of service requests
• Dynamic GIS integration
• GIS export capabilities
• QScend product suite integration
• Street database integration
• User password management and recovery
• Work order and asset management integration
• Integration with third-party reporting tools

Call Center Features

• Auto-population of citizen data
• Easy access to knowledge base articles
• Knowledge base article distribution
• On-the-fly matching of related requests
• On-the-fly mapping of service request data
• Systematic searching

Website Integration

• Attachment Options
• Customizable Web form
• Customizable confirmation page
• Customizable introduction page
• Email verification on submissions
• Site search engine by category or tag

Citizen Interface

• Integration with your current website
• 24/7 self-service FAQ
• Knowledge base article printing
• Customizable Web form
• Citizen Login option
• Commenting on service requests

Knowledge Base

• Citizen self-service center option
• Article delivery via email
• Public and private articles
• Quick article access for call takers
• Article authoring permissions
• FAQ for website visitors
• Article/Type matching for call takers
• Optional knowledge base review before submitting service request
• Popular article designation
• Recent article updates

Responding

• Customized My Service Requests by use
• On-the-fly mapping of service request data
• Re-opening options for closed requests
• Search option to locate service requests
• Unlimited activity entry per request
• Unlimited file attachments to service requests
• Viewing service request by status

Notifications

• Auto-call telephone messaging
• Automatic receipts on creation and closing
• Email submitter option
• Postal mail preference indicator
• Telephone call preference indicator
• Staff updates via email from other users and citizens

Reporting

• Audit reports by user and activity
• Customizable report and chart building
• Downloadable reports in a variety of formats
• Email report delivery in a variety of formats
• Integrated district/street reporting
• Sharing via email or control panel
• Scheduling delivery via email in a variety of formats
• System reports by type, street, user, timeframe, and more
• Sharing of XML report files with other users
• User-specific dashboards

Routing

• Individuals or groups
• Customizable routing/resolution timeframes
• Delayed routing
• Escalation routing to supervisors, department heads, administration
• Inheriting from main to sub-types
• Internal user re-routing option

Service Request Types

• Customizable type listing
• Call taker scripts
• Submitter comment prompts
• Public and private types
• Unlimited parent (main) types
• Unlimited child (sub) types

Want to know more about QScend's QAlert CRM?

• Get on board for a demo
• Check out the benefits
• Call us at 888-878-3006